酒店英语教案.doc

湖南省商业技术学院教 案学科：饭店英语教 学 计 划学情分析该班为酒店管理专业学生，全班34人，只有两名男生。学生性格开朗，学生的学习态度较好，大纲要求1. 能用英语和客人交流2. 酒店英语礼仪服务得体应用3. 酒店英语服务实际操作的能力4. 用英语推销酒店产品的能力5. 用英语处理投诉的能力教学重点 1.服务流程 2.技能要点 3.语言中心店 4.语言运用教学难点1. 语言的发音标准和规范2. 语言的操作与专业相结合3. 长句的运用和实践教学措施多模仿、多朗读、多背诵，通过朗读、背诵来学习比较纯正的语音语调，培养英语语感。通过句型操练、朗读、背诵和复述等半机械性练习方式熟记语言结构和形式。接触大量的视听材料，增加语音信息的输入。教学方法口语课学生应是积极主动的参加者，教师只起到引导作用。教师应最大限度地为学生提供实践语言的机会，加大学生的口头实践量。在训练过程中，严格要求语言的准确与流畅。在准确与流畅之间建立一种联系。遵循循序渐进的原则，逐级提高。采取文化点滴，词汇扩展，会话练习，语法重点，角色扮演，小组活动等多种形式。 学期授课进度计划表周次授 课 内 容课时备 注1 问候与接待21 问候与接待22 客房预订 22 客房预订23 处理投诉23 处理投诉24 问询服务24 问询服务25 收银服务2教研组意见 任课教师：*学期授课进度计划表周次授 课 内 容课时备 注5收银服务26客房迎宾服务26客房迎宾服务27 清理房间2清明节（未冲课） 7 清理房间28洗衣服务与叫醒服务 28洗衣服务与叫醒服务29 递送服务2 9 递送服务2教研组意见 任课教师：*学期授课进度计划表周次授 课 内 容课时备 注10预订餐台210期中考试(随堂)2期中考试（未冲课）11劳动节放假211预订餐台212餐厅迎客服务212餐厅迎客服务2 13中餐服务 213中餐服务2 14西餐服务2教研组意见 任课教师：*学期授课进度计划表周次授 课 内 容课时备 注14西餐服务215商务中心215商务中心2 16端午节放假216酒吧服务217酒吧服务 购物中心217康乐服务2 18复习218 复习2教研组意见Teaching Content： Greeting Teaching objectives: 1.Grasp the terms and useful phrases in meeting guests2.Use sentence patterns in working situations3.Make situational dialogues fluently4. Grasp the way of meeting the guestsTeaching focus: 1. Sentence patterns in meeting guests2. Practice situational dialogues.Teaching difficulties: 1. To read the conversations fluently 2. To make situational dialogues with the sentence patternsTeaching methods: interaction teaching methods, situation teaching methodsTeaching procedures:1. Background information introduction (10 mins)本章主要介绍宾主相互打招呼，学习酒店打招呼所要用到的礼貌用语和礼貌常识。2. Listening activities (20 mins)listen to a brief introduction to the housekeeping department. Then make a discussion about the following questions:1.What are the main products that a hotel produces?2.Do you agree that the housekeeping department is the backbone of a hotel? Why?3.Say something about the duties of the housekeeping staff.4.What does the phrase “satisfying the guest” mean?5.What can assure a high occupancy rate?3. Language points (15 mins)1.Good morning.2. Good afternoon.3. Good evening.4. How are you getting on?5. How are things with you ?6. How is life with you?7. How is everything with you ?8. How is going, then?9. Fine, thanks, and you?10. Oh, not too bad, and you?11. Quite well, thank you.12. Just fine.13. Just so-so.14. Not very well.4. Further development activities (35 mins)Make up your own dialogues about greeting based on the given situation on page 55. Summary and Assignments (10 mins)Read and act the dialogues.On the blackboard:TitleI. New Words & expressions 1. 2. 3. 4. 5 II. Useful sentences 1. 2. 3. 4. 5. 6. 7. 8.9.10 III.compare1.2, IV.pay attention .5.Homework:What I think of the class:Teaching Content： Introductions Teaching objectives: 1.Grasp the terms and useful phrases in making introductions2.Use sentence patterns in working situations3.Make situational dialogues fluently4. Grasp the procedure of making introductions.Teaching focus: 1. Sentence patterns in making introductions2. Practice situational dialogues.Teaching difficulties: 1. To read the conversations fluently 2. To make situational dialogues with the sentence patternsTeaching methods: interaction teaching methods, situation teaching methodsTeaching procedures:1. Background information introduction (10 mins)本章主要学习宾主介绍，学会介绍时的礼貌用语和礼貌常识2. Listening activities (20 mins)Listen to the dialogue. Then make up your own dialogues about showing the rooms based on the given situation：Mr. Smith leaves the elevator. The floor attendant steps forward to welcome him and show the room for him.3. Notes (15 mins)Allow me to introduce.to you.May I introduce .to you ?Let me introduce.to you.Id like you to meet.How do you do, Mr.?Glad to know you, Mr.Pleased to meet you.Nice to meet you.May I introduce myself. Im.Let me introduce myself. Im.Hi, my name is.How do you do? My name is.4. Further development activities (20 mins)Read the dialogues and make your own dialogues about showing the rooms with your classmates. 5. Summary and Assignments (10 mins)You are required to prepare for a performance about introducing.On the blackboard:TitleI. New Words & expressions 1. 2. 3. 4. 5 II. Useful sentences 1. 2. 3. 4. 5. 6. 7. 8.9.10 III.compare1.2, IV.pay attention .5.Homework:What I think of the class:Teaching Content： Room ReservationTeaching objectives: 1.Grasp the terms and useful phrases in making room reservations2.Use sentence patterns in working situations3.Make situational dialogues fluently4. Grasp the procedure of room reservation.Teaching focus: 1. Sentence patterns in making a room reservation2. Practice situational dialogues.Teaching difficulties: 1. To read the conversations fluently 2. To make situational dialogues with the sentence patternsTeaching methods: interaction teaching methods, situation teaching methodsTeaching procedures:The first periodStep I: The teacher would briefly introduce the main content of this course and how to learn the course. (10 minutes)T: 1. The content of the course: This book consists of 25 units in all and it is divided into 4chapters according to the duties and services of different workshops in a hotel. The four workshops are front office, Housekeeping department, food and beverage department and other departments. Each unit includes four parts, i.e. key points for teaching and learning, simulation training, extended reading and exercises. We will mainly focus on Part II in our class, while you should make further study of the other parts by yourselves after class. As it is a very practical course, you should practice the dialogues and learn the sentences patterns by heart. So you can improve your oral English and your communication ability in dealing with the guests.2. The assessment strategy of this course: Class participation: 10% Homework & class attendance : 10% Oral test: 40% Final exam (written): 40% Step II: Lead-in. (5 minutes)1. The teacher would invite some students to talk about the basic procedures of receiving room reservation.2. In the end, the teacher would summarize the students answers so as to give them a clearer and better understanding of the basic knowledge of reservation.l Greetingsl Date of arrival and departurel Room typesl Name and telephone numberl ConfirmationStep III Learn the new words and sentence patterns. (30minutes)1. The teacher would ask the student to read the new words and the following sentence patterns in Part 2 in the textbook. The teacher would explain the difficult points to the students if there is any.1) Good evening. Peace Hotel. Reservation. May I help you?2) Is there anything that I can do for you?3) What kind of room would you like? We have single rooms, double rooms, suites, deluxe suites and a presidential suite.4) Do you want a single room or a double room?5) Would you like twin beds or double beds?6) Id like to reserve a room in your hotel?7) Id like to make a reservation for a suite with both shower and bath.8) Id like a room with a view.9) We have nice rooms overlooking the sea.10) We have rooms facing south.11) Would you like a room with a bath or shower?12) How many people are there in your company?13) How long do you intend to stay?14) Are you with a company?15) For how long?16) For what dates, please?17) Its for three nights, May 10th to12th.18) Hold the line, please.19) Ill check if there is a room available for those days.20) Im sorry we are booked out for that date.21) We do have a vacancy for those dates.22) The current rate is $150 per night.23) A single room is $120 per night. There is also a 10%tax and a 10% service charge.24) Children under 12 are half price.25) We offer a 10% discount for group reservations.2. The students are given ten minutes to read the words and sentences by themselves and inquire the teacher or other students if meeting any difficulty in pronouncing or understanding.3. The teacher would ask the students to read the words and sentences by volunteering or picking their numbers at random.On the blackboard:TitleI. New Words & expressions 1. 2. 3. 4. 5 II. Useful sentences 1. 2. 3. 4. 5. 6. 7. 8.9.10 III.compare1.2, IV.pay attention .5.Homework:What I think of the class:Teaching Content： Room ReservationTeaching objectives: 1.Grasp the terms and useful phrases in making room reservations2.Use sentence patterns in working situations3.Make situational dialogues fluently4. Grasp the procedure of room reservation.Teaching focus: 1. Sentence patterns in making a room reservation2. Practice situational dialogues.Teaching difficulties: 1. To read the conversations fluently 2. To make situational dialogues with the sentence patternsTeaching methods: interaction teaching methods, situation teaching methodsTeaching procedures:The second periodStep IV: Practice the sample dialogues in the textbook. (25 minutes)1. Ask the students to read aloud the dialogues in pairs. (First volunteer, and then call the students numbers)2. Do some explanations if necessary and then let the students practice the difficult sentences after the teacher.3. Act out the dialogues in front of classes in pairs. Step V Role play. (20minutes)1. First, the teacher would require the students to make dialogues according to the following given situation. The students are given 10 minutes to make the dialogue in pairs.Situation: Wang Ping is a client of a travel agency. She is calling to reserve for a tour group of 32 form England form August 8th to August 12th.2. The teacher would ask some pairs to act out their dialogue in front of the class.3. Give comments and advices to improve the students dialogues.Step VI Homework assignment.1. Finish Exercise II, III, IV in the textbook.2. Learn the sentence patterns by heart and practice the dialogues.3. Preview the new unit.On the blackboard:TitleI. New Words & expressions 1. 2. 3. 4. 5 II. Useful sentences 1. 2. 3. 4. 5. 6. 7. 8.9.10 III.compare1.2, IV.pay attention .5.Homework:What I think of the class:Content：Workshop ComplaintsTeaching aims: 1.Being familiar with the terms and useful phrases about handling complaints.2.Use sentence patterns skillfully in working situations.3 Making situational dialogues fluently.4. Grasp some knowledge about handling complaints.Teaching focus: 1. Sentence patterns in handling the guests complaints.2. Practice the sample dialogues and make situational dialogues.Teaching difficulties: 1. To read the conversations fluently 2. To make situational dialogues with the sentence patternsTeaching methods: interaction teaching methods, situation teaching methodsTeaching procedures:The first lessonStep I: Lead-in. (10 minutes)1. The teacher would invite some students to talk about some skills in dealing with the guests complaints.2. In the end, the teacher would summarize the students answers so as to give them a clearer and better understanding of how to deal with the guests complaints.l Misunderstandings at the Front DeskChecking the factsExplaining hotel policiesSolving the probleml How to deal with complaints?Right attitudeSteps to deal with complaintsThe importancel All is a messApologize Taking actionsStep II learn the new words and sentence patterns. (35minutes)1. The teacher would ask the student to read the new words and the following sentence patterns in Part 2 in the textbook. The teacher would explain the difficult points to the students if there is any.1) I am terribly/ awfully sorry.2) Im awfully sorry for my carelessness.3) Whats the trouble, sir?4) Receptionist, Id like to make a complaint.5) Can you change my room for me? Its too noisy.6) Please accept my apology on behalf of the hotel.7) Could you attend to this matter immediately?8) Im terribly sorry. Ill attend to it at once.9) I am sorry to have caused you so much trouble.10) Would you mind coming with me to my office and tell me exactly what happened there, Madam?11) Im sorry. It is the policy of the hotel. I hope you will understand.12) No problem, sir. Well manage it.13) we will look into the matter immediately. Thank you for telling me.14) Ill make a note of that. Everything will be taken care of.15) I understand how you feel and well try our best to help you.16) Sorry, madam. Ill solve the problem for you as soon as possible.17) I am afraid you have misunderstood what I said. Perhaps I can explain it again.18) I assure you it wont happen again.19) Just give us another chance and you will find everything will be right again the next time you go to the restaurant.20) If there is anything more you need, please let us know.21) I promise to attend to the matter immediately.22) There must be some misunderstanding.23) Can you tell me what the matter is?24) thank you for bringing this matter to our attention.25) The worst thing is that the water closet is clogged and when I flushed it, it ran over.26) My diamond necklace has been stolen. It is worth $4,500. it must have been stolen by one of your maids that took it. I want my diamond necklace back.27) Managers should be responsible for customers and deal with it personally if anything goes wrong.2. The students are given five minutes to read the words and sentences by themselves and inquire the teacher or other students if meeting any difficulty in pronouncing or understanding.3. The teacher would ask the students to read the words and sentences by volunteering or picking their numbers at random.On the blackboard:TitleI. New Words & expressions 1. 2. 3. 4. 5 II. Useful sentences 1. 2. 3. 4. 5. 6. 7. 8.9.10 III.compare1.2, IV.pay attention .5.Homework:What I think of the class:Content： ComplaintsTeaching aims: 1.Being familiar with the terms and useful phrases about handling complaints.2.Use sentence patterns skillfully in working situations.3 Making situational dialogues fluently.4. Grasp some knowledge about handling complaints.Teaching focus: 1. Sentence patterns in handling the guests complaints.2. Practice the sample dialogues and make situational dialogues.Teaching difficulties: 1. To read the conversations fluently 2. To make situational dialogues with the sentence patternsTeaching methods: interaction teaching methods, situation teaching methodsTeaching procedures:The second periodStep III: Practice the sample dialogues in the textbook. (25 minutes)1. Ask the students to read aloud the dialogues in pairs. (First volunteer, and then call the students numbers)2. Do some explanations if necessary and then let the students practice the difficult sentences after the teacher.3. Act out the dialogues in front of classes in pairs. (First volunteer, and then call the students numbers)Step IV Role play. (20minutes)1. First, the teacher would require the students to make dialogues according to the following given situation. The students are given 10 minutes to make the dialogue in pairs.Situation: Mrs. Winston has lost her gold earrings in the hotel. She goes to the reception office to complain about the lost gold earrings. The receptionist is handling the complaint.2. The teacher would ask some pairs to act out their dialogue in front of the class.3. Give comments and advices to improve the students dialogues.Step V Homework assignment4. Finish Exercise II,III,IV in the textbook.5. Learn the sentence patterns by heart and practice the dialogues.6. Preview the new unit.On the blackboard:TitleI. New Words & expressions 1. 2. 3. 4. 5 II. Useful sentences 1. 2. 3. 4. 5. 6. 7. 8.9.10 III.compare1.2, IV.pay attention .5.Homework:What I think of the class:Content： InformationTeaching aims: 1.Master the terms and useful phrases in giving information.2. Use sentence patterns skillfully in working situations.3 Making situational dialogues fluently.4. Grasp some knowledge about providing information.Teaching focus: 1. Sentence patterns in giving information to the guests.2. Practice the sample dialogues and make situational dialogues.Teaching difficulties: 1. To read the conversations fluently 2. To make situational dialogues with the sentence patternsTe